ATTRACTIONS AND THEME PARKS OPERATIONS NC II

TOURISM SECTOR
The ATTRACTIONS AND THEME PARKS OPERATIONS NC II Qualification
consists of competencies that a person must achieve to promote, prepare,
operate and close down rides, games and animal exhibits in attractions and
theme parks. It includes competencies on attractions and theme park activities
such as providing on-site information and assistance, monitoring entry to
venue, providing a site briefing or commentary, and operating rides, games and
animal exhibits. The Units of Competency comprising this Qualification include
the following:

BASIC COMPETENCIES

Participate in workplace communication

Work in team environment

Practice career professionalism

Practice occupational health and safety procedures

COMMON COMPETENCIES

Develop and update industry knowledge

Observe workplace hygiene procedures

Perform computer operations

Perform workplace and safety practices

Provide effective customer service

CORE COMPETENCIES

Provide on-site information and assistance

Monitor entry to venue

Provide a site briefing or scripted commentary

ELECTIVE COMPETENCIES

Specialization in one or more of the following areas of operations:

Operating Rides

Operate a ride location

Load and unload a ride

Operating Water-Based Rides

Operate a ride location

Load and unload a ride

Maintain safety in water-based rides

Operating Games

Operate a games location

Promote at a games location

Operating Animal Exhibits

Operate animal enclosure/exhibit

Provide general animal care

Rescue animals

Provide customers with information on animals

A person who has achieved this Qualification is competent to be a:

Ride Operator, Games Operator, Animal Attendant/Carer, Games Promoter,
Attraction Attendant, Theme Park Attendant
BASIC COMPETENCIES
PARTICIPATE IN WORKPLACE COMMUNICATION
1. Obtain and convey workplace information
1.1 Specific and relevant information is accessed from appropriate sources
1.2 Effective questioning, active listening and speaking skills are used to gather
and convey information
1.3 Appropriate medium is used to transfer information and ideas
1.4 Appropriate non- verbal communication is used
1.5 Appropriate lines of communication with supervisors and colleagues are
identified and followed
1.6 Defined workplace procedures for the location and storage of information
are used
1.7 Personal interaction is carried out clearly and concisely
2. Participate in workplace meetings and discussions
2.1 Team meetings are attended on time
2.2 Own opinions are clearly expressed and those of others are listened to
without interruption
2.3 Meeting inputs are consistent with the meeting purpose and established
protocols
2.4 Workplace interactions are conducted in a courteous manner
2.5 Questions about simple routine workplace procedures and maters
concerning working conditions of employment are asked and responded to
2.6 Meetings outcomes are interpreted and implemented
3. Complete relevant work related documents
3.1 Range of forms relating to conditions of employment are completed
accurately and legibly
3.2 Workplace data is recorded on standard workplace forms and documents
3.3 Basic mathematical processes are used for routine calculations
3.4 Errors in recording information on forms/ documents are identified and
properly acted upon
3.5 Reporting requirements to supervisor are completed according to
organizational guidelines

WORK IN TEAM ENVIRONMENT

1. Describe team role and scope
1.1. The role and objective of the team is identified from available sources of
information
1.2. Team parameters, reporting relationships and responsibilities are
identified from team discussions and appropriate external sources
2. Identify own role and responsibility within team
2.1. Individual role and responsibilities within the team environment are
identified
2.2. Roles and responsibility of other team members are identified and
recognized
2.3. Reporting relationships within team and external to team are identified
3. Work as a team member
3.1. Effective and appropriate forms of communications used and interactions
undertaken with team members who contribute to known team activities and
objectives
3.2. Effective and appropriate contributions made to complement team
activities and objectives, based on individual skills and competencies and
workplace context
3.3. Observed protocols in reporting using standard operating procedures
3.4. Contribute to the development of team work plans based on an
understanding of team’s role and objectives and individual competencies of the
members.

PRACTICE CAREER PROFESSIONALISM

1. Integrate personal objectives with organizational goals
1.1 Personal growth and work plans are pursued towards improving the
qualifications set for the profession
1.2 Intra- and interpersonal relationships is are maintained in the course of
managing oneself based on performance evaluation
1.3 Commitment to the organization and its goal is demonstrated in the
performance of duties
2. Set and meet work priorities
2.1 Competing demands are prioritized to achieve personal, team and
organizational goals and objectives.
2.2 Resources are utilized efficiently and effectively to manage work priorities
and commitments
2.3 Practices along economic use and maintenance of equipment and facilities
are followed as per established procedures
3. Maintain professional growth and development
3.1 Trainings and career opportunities are identified and availed of based on
job requirements
3.2 Recognitions are sought/received and demonstrated as proof of career
advancement
3.3 Licenses and/or certifications relevant to job and career are obtained and
renewed

PRACTICE OCCUPATIONAL HEALTH AND SAFETY PROCEDURES

1. Identify hazards and risks
1.1 Safety regulations and workplace safety and hazard control practices and
procedures are clarified and explained based on organization procedures
1.2 Hazards/risks in the workplace and their corresponding indicators are
identified to minimize or eliminate risk to co-workers, workplace and
environment in accordance with organization procedures 1.3 Contingency
measures during workplace accidents, fire and other emergencies are
recognized and established in accordance with organization procedures
2. Evaluate hazards and risks
2.1 Terms of maximum tolerable limits which when exceeded will result in
harm or damage are identified based on threshold limit values (TLV)
2.2 Effects of the hazards are determined
2.3 OHS issues and/or concerns and identified safety hazards are reported to
designated personnel in accordance with workplace requirements and relevant
workplace OHS legislation
3. Control hazards and risks
3.1 Occupational Health and Safety (OHS) procedures for controlling
hazards/risks in workplace are consistently followed
3.2 Procedures for dealing with workplace accidents, fire and emergencies are
followed in accordance with organization OHS policies
3.3 Personal protective equipment (PPE) is correctly used in accordance with
organization OHS procedures and practices
3.4 Appropriate assistance is provided in the event of a workplace emergency in
accordance with established organization protocol
4. Maintain OHS awareness
4.1 Emergency-related drills and trainings are participated in as per
established organization guidelines and procedures
4.2 OHS personal records are completed and updated in accordance with
workplace requirements

COMMON COMPETENCIES

DEVELOP AND UPDATE INDUSTRY KNOWLEDGE

1. Seek information on the industry
1.1 Sources of information on the industry are correctly identified and accessed
1.2 Information to assist effective work performance is obtained in line with job
requirements
1.3 Specific information on sector of work is accessed and updated 1.4
Industry information is correctly applied to dayto-day work activities
2. Update industry knowledge
2.1 Informal and/or formal research is used to update general knowledge of the
industry
2.2 Updated knowledge is shared with customers and colleagues as
appropriate and incorporated into day-to-day working activities

OBSERVE WORKPLACE HYGIENE PROCEDURES

1. Follow hygiene procedures
1.1 Workplace hygiene procedures are implemented in line with enterprise and
legal requirements
1.2 Handling and storage of items are undertaken in line with enterprise and
legal requirements
2. Identify and prevent hygiene risks
2.1 Potential hygiene risks are identified in line with enterprise procedures
2.2 Action to minimize and remove risks are taken within scope of individual
responsibility of enterprise/legal requirements
2.3 Hygiene risks beyond the control of individual staff members are reported
to the appropriate person for follow up

PERFORM COMPUTER OPERATIONS

1. Plan and prepare for task to be undertaken
1.1. Requirements of task are determined
1.2. Appropriate hardware and software is selected according to task assigned
and required outcome 1.3. Task is planned to ensure OH & S guidelines and
procedures are followed
2. Input data into computer
2.1. Data are entered into the computer using appropriate program/application
in accordance with company procedures
2.2. Accuracy of information is checked and information is saved in accordance
with standard operating procedures
2.3. Inputted data are stored in storage media according to requirements
2.4 Work is performed within ergonomic guidelines
3. Access information using computer
3.1. Correct program/application is selected based on job requirements
3.2. Program/application containing the information required is accessed
according to company procedures
3.3. Desktop icons are correctly selected, opened and closed for navigation
purposes
3.4 Keyboard techniques are carried out in line with OH & S requirements for
safe use of keyboards
4. Produce/output data using computer system
4.1. Entered data are processed using appropriate software commands
4.2. Data are printed out as required using computer hardware/peripheral
devices in accordance with standard operating procedures
4.3. Files and data are transferred between compatible systems using
computer software, hardware/ peripheral devices in accordance with standard
operating procedures
5. Maintain computer equipment and systems
5.1. Systems for cleaning, minor maintenance and replacement of consumables
are implemented
5.2. Procedures for ensuring security of data, including regular back-ups and
virus checks are implemented in accordance with standard operating
procedures
5.3. Basic file maintenance procedures are implemented in line with the
standard operating procedures

PERFORM WORKPLACE AND SAFETY PRACTICES

1. Follow workplace procedures for health, safety and security practices
1.1 Correct health, safety and security procedures are followed in line with
legislation, regulations and enterprise procedures
1.2 Breaches of health, safety and security procedures are identified and
reported in line with enterprise procedure
1.3 Suspicious behavior or unusual occurrence are reported in line with
enterprise procedure
2. Deal with emergency situations
2.1 Emergency and potential emergency situations are recognized and
appropriate action are taken within individual’s scope of responsibility
2.2 Emergency procedures are followed in line with enterprise procedures
2.3 Assistance is sought from colleagues to resolve or respond to emergency
situations
2.4 Details of emergency situations are reported in line with enterprise
procedures
3. Maintain safe personal presentation standards
3.1 Safe personal standards are identified and followed in line with enterprise
requirements

PROVIDE EFFECTIVE CUSTOMER SERVICE

1. Greet customer
1.1 Guests are greeted in line with enterprise procedure
1.2 Verbal and non-verbal communications are appropriate to the given
situation
1.3 Non verbal communication of customer is observed responding to
customer
1.4 Sensitivity to cultural and social differences is demonstrated
2. Identify customer needs
2.1 Appropriate interpersonal skills are used to ensure that customer
needs are accurately identified
2.2 Customer needs are assessed for urgency so that priority for service
delivery can be identified
2.3 Customers are provided with information
2.4 Personal limitation in addressing customer needs is identified and
where appropriate, assistance is sought from supervisor
3. Deliver service to customer
3.1 Customer needs are promptly attended to in line with enterprise
procedure
3.2 Appropriate rapport is maintained with customer to enable high
quality service delivery
3.3 Opportunity to enhance the quality of service and products are taken
wherever possible
4. Handle queries through telephone, fax machine, internet and email
4.1 Use telephone, computer, fax machine, internet efficiently to
determine customer requirements
4.2 Queries/ information are recorded in line with enterprise procedure
4.3 Queries are acted upon promptly and correctly in line with enterprise
procedure
5. Handle complaints, evaluation and recommendations
5.1 Guests are greeted with a smile and eye-to-eye contact
5.2 Responsibility for resolving the complaint is taken within limit of
responsibility
5.3 Nature and details of complaint are established and agreed with the
customer
5.4 Appropriate action is taken to resolve the complaint to the customers
satisfaction wherever possible

CORE COMPETENCIES

PROVIDE ON-SITE INFORMATION AND ASSISTANCE

1. Access and update attraction/theme park information
1.1 Information is accessed and updated in accordance with enterprise
procedures and systems. 1.2 Information is incorporated into day-to-day
working activities to support quality of service and standards within the
attraction/theme park.
1.3 Information is shared with colleagues to support efficiency of
operations.
2. Provide assistance and information
2.1 Information and assistance needs of different customers are
accurately identified, including those with special needs or disabilities.
2.2 Required and requested information and assistance is provided to
customers.
2.3 Health and safety requirements and enterprise customer service
standards are considered when providing information and assistance.
2.4 Services available within the attraction/theme park are promoted to
customers.
3. Resolve guest complaints and concerns
3.1 Customer complaints/concerns are entertained whenever they arise.
3.2 Cause of dissatisfaction is accurately identified and done in a
courteous manner.
3.3 Cause/source of complaint is coordinated with concerned
department to ensure quick resolution.
3.4 Possible resolutions to complaint are offered keeping in mind guest
needs.
3.5 Satisfaction of customer to resolution is ensured by checking on
guest.
3.6 Service recovery is ensured by informing guest of wish to serve them
again upon their return and/or following company procedures.
3.7 Unexpected of unusual problems are responded to or are referred to
appropriate personnel in accordance with enterprise procedures.

MONITOR ENTRY TO VENUE

1. Monitor and maintain access to attraction areas
1.1 All items associated with access to and safe operations of the area
are checked before the operation.
1.2 Types of entry and access to entry areas are controlled according to
workplace procedures, complying at all times with specific regulations
and parameters.
1.3 Areas are regularly checked for cleanliness, safety and customer
comfort.
2. Monitor crowds
2.1 The maximum number of customers that the area can accommodate
is identified to ensure safety and convenience of customers.
2.2 The crowd size is monitored to ensure that the maximum limit is not
exceeded.
2.3 Crowd behaviour is monitored and any problems are promptly
reported to the appropriate personnel or security person.

PROVIDE A SITE BRIEFING OR SCRIPTED COMMENTARY

1. Present information to customers
1.1 Customers are courteously welcomed according to enterprise
procedures.
1.2 Comprehensive, accurate and relevant information, including any
special requirements or directions, is provided to customers through
briefings or scripted commentaries during briefing sessions.
1.3 Health and safety requirements are outlined according to enterprise
procedures and specific restrictions.
1.4 Customers are appropriately prepared for potential environment
changes and situations that may occur.
1.5 Customer questions are answered in a courteous and friendly
manner.
2. Enhance the presentation of information
2.1 Communication and presentation techniques are used to enhance
customer enjoyment of the experience.
2.2 Personal presentation, appearance and grooming appropriate to the
environment is observed.
2.3 Positive and welcoming posture, gestures and behavior are used to
enhance the presentation.
2.4 Cultural and social sensitivity is shown during the briefing.
2.5 Technical presentation resources are correctly made use of.
3. Liaise with team members
3.1 Communication and cooperation are maintained with other team
members/operators to ensure safe and efficient operations.
3.2 Correct and accurate signals are given where appropriate.

ELECTIVE COMPETENCIES

OPERATE A RIDE LOCATION

1. Prepare and inspect ride location
1.1 The ride is inspected in accordance with an approved checklist.
1.2 Location is inspected prior to arrival of customers.
1.3 Ride equipment is checked in the ride location to ensure readiness
for operation.
1.4 Safety equipment is checked to ensure readiness for operation.
1.5 Cleanliness and standard of presentation are checked and remedial
action is promptly taken where appropriate.
1.6 General supplies are checked for quantity and quality.
1.7 Supplies are ordered according to enterprise requirements
procedures.
1.8 All discrepancies or irregularities are immediately reported to the
appropriate supervisor.
2. Prepare to start the ride cycle
2.1 Adherence to loading procedures according to the ride manual is
checked prior to commencement of the ride.
2.2 Communication with the ride loader is maintained to ensure the ride
commences safely
3. Operate and monitor ride
3.1 Ride procedures are performed correctly, promptly, safely and in
accordance with requirements and procedures.
3.2 The ride (device) is operated in accordance with specifications and
guidelines.
3.3 Operator controls are continuously monitored during the operation of
the ride.
3.4 The ride is monitored at all times.
3.5 Any required action is taken in response to observations made during
the ride, and conformance of these actions to enterprise safety
procedures is ensured.
3.6 Emergency procedures are strictly carried out according to ride
manual and specific ride procedures.
3.7 Customers are treated in a friendly and courteous manner
throughout the ride.
3.8 Quality control issues and problems during the ride are identified
and the appropriate supervisor is advised for action.
3.9 Turnover and/or delivery of valuables is acknowledged by
appropriate personnel and recorded.
4. Close down ride
4.1 Close-down procedures are commenced when all customers have left
the ride location.
4.2 Ride is closed-down and turned off following the enterprise
procedures for the specific ride. 4.3 Close-down is documented according
to manual.
4.4 Any defects or deficiencies are immediately identified and reported to
the appropriate supervisor for action.
5. Close and secure ride
5.1All areas of the ride are checked according to manual.
5.2 Location is cleaned for the next operation.
5.3 Equipment is prepared for the next operation.
5.4 The ride location is secured according to enterprise procedures.
6. Prepare ride documentation and reports
6.1 Any issues and events requiring documentation are identified.
6.2 Notations are accurately made according to enterprise procedures.
6.3 Reports and documentation are completed within required
timeframe.
6.4 Reports and documentation are forwarded to the appropriate
department within the required timeframe.

LOAD AND UNLOAD A RIDE

1. Load the ride
1.1 Loading procedures are correctly, safely, promptly performed and in
accordance with the manual.
1.2 Ride is loaded to the approved maximum number of persons to ride.
1.3 Riders are checked if they are secured in accordance with the
requirement of the ride.
1.4 Riders are advised to secure any articles which may become loose
while riding.
1.5 Customers are treated in a courteous and friendly manner during
loading.
1.6 Load requirements are checked prior to the start of the ride.
2. Observe the ride
2.1 Ride is continuously observed in accordance with safety procedures.
2.2 Quality control issues or problems are identified during the ride and
appropriate supervisor is advised immediately for action.
3. Unload the ride
3.1 Ride is unloaded once it is fully completed.
3.2 Unloading procedures are correctly, safely, promptly followed and in
accordance with enterprise requirements and procedures.
3.3 Customers are unloaded in a courteous and friendly fashion.
3.4 Records and reports are accurately completed, processed and
maintained in accordance with industry, legislative and organizational
requirements.

MAINTAIN SAFETY IN WATER-BASED RIDES

1. Monitor safety around water
1.1 Status of water-based activity areas is continuously monitored to
ensure absence of hazards. 1.2 Staff replacement is ensured when it is
necessary to leave the water area.
1.3 Water areas are kept free from safety hazards at all times.
1.4 Customer behavior is continuously monitored to ensure compliance
with safety requirements, including wearing of safety garments.
1.5 Dangerous and unsafe behavior is promptly identified and controlled.
1.6 Customers are firmly but courteously cautioned when their behavior
poses a threat to themselves, other customers or staff.
1.7 Assistance in controlling customer behavior is sought from a
supervisor or security personnel as appropriate.
2. Assist and rescue customers
2.1 Persons in distress or danger are promptly identified.
2.2 Assistance is given or rescue is carried out as required.
2.3 Equipment is correctly used according to manufacturer’s
instructions.
3. Provide emergency care
3.1 Emergency situations are quickly and correctly recognized and
assessed.
3.2 Emergency action is implemented according to company procedures.
3.3 Emergency care techniques are correctly applied.
3.4 Assistance is sought from emergency services/colleagues/customers
where appropriate.
4. Provide reports on emergencies
4.1 Emergency situations are documented according to enterprise
procedures.
4.2 Clear and accurate reports are provided at all times.

OPERATE A GAMES LOCATION

1. Prepare games location for customers
1.1 Games location is prepared and checked for cleanliness, safety and
security according to enterprise policy and procedures.
1.2 Cash fund and required forms and documents are secured according
to company procedures.
1.3 Equipment for operation are checked and prepared according to
manufacturer’s instructions and/or company procedures.
1.4 Signage is checked to ensure it is clearly and correctly displayed.
1.5 Stocks of prizes and other supplies are checked to ensure sufficiency.
1.6 Prizes are displayed to attract customers.
1.7 Number of stock items is recorded with accuracy.
1.8 Additional supplies are ordered where appropriate.
2. Inspect games prior to opening
2.1 Each game is inspected according to enterprise policy and
procedures.
2.2 Faults are immediately reported to a supervisor.
3. Conduct games operations
3.1 Rules and regulations are strictly enforced during games.
3.2 Customer questions on games are correctly answered.
3.3 Payment is accepted for participation in the game.
3.4 All prizes given are recorded for data analysis according to enterprise
procedures.
3.5 Location is kept clean at all times.
3.6 Crowd size is monitored to ensure that maximum numbers are not
exceeded.
3.7 Customer behavior is monitored to ensure a safe and pleasant
environment for all customers.
3.8 Customers are firmly but courteously requested to change
inappropriate behavior.
3.9 Assistance is requested from supervisor or security personnel as
appropriate.
4. Clean and maintain games
4.1 Games are regularly inspected and cleaned to ensure safe and
smooth function.
4.2 Game faults are correctly identified.
4.3 Simple repairs are made with minimum disruption to customers in
accordance with manufacturer’s instructions and enterprise policy.
4.4 Faults are immediately reported to appropriate personnel and games
are declared “out of order” where necessary.
5. Close games location
5.1 The game location is closed according to enterprise procedures and
manufacturer’s instructions.
5.2 Resources, equipment and stocks are secured according to enterprise
policy and procedures. 5.3 The area is cleaned and prepared for the next
day’s operation.
6. Complete reports and documentation
6.1 Tallied data records and reports are produced according to enterprise
requirements within required timeframe.
6.2 Reports are forwarded to the appropriate area within the required
timeframe.

PROMOTE AT A GAMES LOCATION

1. Make games announcements
1.1 Communication systems and equipment are correctly used.
1.2 Clear and concise announcements are made to avoid confusing
customers.
1.3 Information about games is accurately given to prepare customers for
the games experience.
1.4 Information is presented in an entertaining manner.
1.5 Customers are encouraged to participate in games by including key
sales points and promotional offers.
2. Present and conduct games
2.1 Games are presented and conducted in a lively and entertaining
manner.
2.2 Promotional techniques are used to enhance customer enjoyment of
the games.
2.3 Player and crowd participation is encouraged for a complete
customer experience.
2.4 Humour appropriate to the customer group is employed for the
enjoyment of the customers.
2.5 Language appropriate for the customer group is used for customers
to fully understand.
2.6 Personal presentation, appearance and grooming appropriate to the
games environment and that will enhance the customer experience is
ensured.
2.7 Customers are welcomed with positive body language.
2.8 Cultural and social sensitivity is shown in presentations to avoid
offending customers.
2.9 Technical presentation resources are correctly used to avoid delays
and customer complaints.

OPERATE ANIMAL ENCLOSURE/EXHIBIT

1. Prepare animal enclosure/exhibit for customers
1.1 Problems concerning animal welfare are rectified and acted upon
according to legislative requirements.
1.2 Enclosure/exhibit is inspected prior to the arrival of customers
according to enterprise procedures.
1.3 Signs for temporary closures are erected to ensure minimum
customer inconvenience.
1.4 Equipment is prepared for the day’s activities in a timely manner.
1.5 Area is checked for cleanliness and safety according to enterprise
procedures.
1.6 Supplies are checked for quantity and quality.
1.7 Supplies are ordered according to enterprise procedures.
2. Monitor the enclosure/exhibit
2.1 Customer numbers are monitored during operation to ensure
maximum numbers are not exceeded.
2.2 Customer behavior is continuously monitored ensuring compliance
with safety requirements.
2.3 Dangerous or unsafe behavior is promptly identified and controlled to
avoid accidents.
2.4 Customers are firmly but courteously requested to change their
behavior when it poses a threat to themselves, other customers, animals
or staff.
2.5 Assistance in controlling customer behavior is sought from the
supervisor or security personnel as appropriate
3. Clean and maintain enclosure/exhibit
3.1 Wastes, feces and weeds are removed from enclosure.
3.2 Vermin control is implemented according to company procedures.
3.3 Materials are disposed of in accordance with manufacturer’s and/or
superior’s instructions. 3.4 Enclosures (e.g. exhibits, night facilities and
food preparation areas) are cleaned with minimum disruption to animals.
3.5 Enclosure is presented in accordance with requirements of both the
animal and the customer.
3.6 Enclosures are secured according to enterprise guidelines and
requirements for animal species.
3.7 Routine maintenance tasks are carried out according to instructions
of superior.
3.8 Feeding and watering systems are monitored and maintained in a
safe and working condition.
3.9 Tasks are carried out with minimum disruption to customers.
4. Close down enclosure/exhibit
4.1 The enclosure/exhibit is closed down according to enterprise
procedures.
4.2The animal/s welfare and security is checked making necessary
reports to the appropriate supervisor.
4.3 Enclosure/exhibit and all equipment are prepared for the next day’s
operation.
4.4The enclosure/exhibit is cleaned as instructed.
4.5 The enclosure/exhibit is correctly secured.
5. Use and care for equipment
5.1 Animal husbandry and general equipment is correctly identified and
used.
5.2 Basic cleaning and maintenance procedures on equipment are
correctly carried out.
5.3 Equipment is safely and correctly stored in the designated area.
6. Complete reports and documentation
6.1 Reports and documentation on the enclosure/exhibit are completed
within the required timeframe.
6.2 Reports and documentation are forwarded to the appropriate area
within the required timeframe.

PROVIDE GENERAL ANIMAL CARE

1. Feed and water animals
1.1 Food preparation equipment is cleaned, disinfected and sterilized
according to company procedures.
1.2 Instructions and dietary charts are followed for food preparation,
portions and distributions. 1.3 Animals are fed according to enterprise
procedures.
1.4 Water supply is monitored ensuring appropriate quantity and
quality.
1.5 Animals are fed and watered in accordance with animal welfare and
ethics policies and health and safety procedures.
1.6 Customers, where possible and appropriate, are involved in animal
feeding within safety guidelines.
2. Assist with general animal care
2.1 Appropriate care is provided according to specific animal type and
gender.
2.2 Chemicals used in animal care are handled and stored in a safe and
environmentally responsible manner.
2.3 Animals are groomed according to enterprise and animal welfare and
ethics policy.
2.4 Common animal behaviors are correctly recognized and appropriate
action is taken when necessary.
2.5 Capture and restraint procedures are correctly followed under
supervision.
2.6 Assistance in rearing of young animals is requested from animal
specialist when required.
3. Assist with animal health care
3.1 Disease prevention procedures are carried out according to
instructions and appropriate quarantine procedures.
3.2 Pests and toxic substances are accurately identified.
3.3 Obvious signs of illness are promptly recognized and reported
according to procedures.
3.4 Routine treatments are administered under supervision.
3.5 Samples are correctly collected when required.
4. Identify and act on potential risks in animal enclosures
4.1 Physical/behavior hazards are correctly identified.
4.2 Risks associated with specific animals are identified.
4.3 Day-to-day duties are conducted in a manner which minimizes risk
in the enclosure.
4.4 Potential risks are promptly reported to supervisor for immediate
action to take place.
5. Update and maintain animal records
5.1 Issues, behavior and events requiring written notation are promptly
and accurately identified.
5.2 Correct terminology is used when making accurate notations on
animal records.

RESCUE ANIMALS
1. Identify animals requiring rescue
1.1 Work area is regularly checked for distressed or escaped animals.
1.2 Animals that are in distress or require rescue are promptly identified.
1.3 Prompt action is taken when potential risks to customers, the
animals, self and colleagues occur.
1.4 Appropriate departments and animal specialists are immediately
informed of the situation.
2. Participate in animal rescue
2.1 Rescue procedures are carried out within the scope of individual
responsibility.
2.2 Assistance is sought from colleagues and animal specialists as
required.
2.3 The animals are taken to the appropriate location.
2.4 Customers are informed of rescue progress where appropriate.

PROVIDE CUSTOMERS WITH INFORMATION ON ANIMALS

1. Offer information to customers
1.1 Customers are informed/lectured on about the animals at every
opportunity.
1.2 Customer interaction is conducted in a polite, friendly and welcoming
manner.
1.3 Current and accurate information is offered at every opportunity,
making use of resources if possible.
1.4 Appropriate level and complexity of information is provided to meet
the customer’s needs.
1.5 Actual animals are used in demonstrations when appropriate and
within safety and animal welfare/ethics guidelines.
1.6 Customers are allowed to observe and interact with animals in
accordance with safety and animal welfare/ethics guidelines.
1.7 Customers are invited to ask questions to ensure understanding.
2. Respond to customer questions about animals
2.1 Customer questions are correctly answered in a polite, friendly and
welcoming manner.
2.2 Additional information is provided to enhance the customer
understanding and experience. 2.3 Examples of real animals are shown
to enhance answers.
2.4 Other sources of information are sought if unable to answer the
customer inquiry or customer is referred to another source.